Customer service quality assurance (QA), also referred to as customer service quality control, is a methodical way to assess and implement the actions that make customer service effective. It’s used primarily to train and onboard agents by reviewing their support interactions. The main objective of support QA is to improve and sustain support quality and customer satisfaction.
During busy times, like holiday periods or backlog, QA is often the first thing to go — especially if you’re still managing QA manually on spreadsheets. Creating an efficient process ensures that QA is a priority, facilitates high-quality service year-round, and improves customer retention.
But how and when should you implement customer service quality assurance in your support team? In this article, we’ll look at what customer service QA is, why it’s important, how to scale your processes, and more.
Let’s dive in.